In call center language Average Handle Time is also known as AHT. Some organizations also use the term ACHT which stands for Average Call Handling Time. So Average Handle Time is the time that a call center executive takes to complete an interaction with a customer. In simpler terms AHT is the time from where the call center executive answers the call to the point where he finishes the call and fills the relevant documentation for that customer and is ready to attend the next call.
Formula to calculate Average Handle Time for a single call:
Handling Time = Talk Time + Hold Time + After Call Work Time
So Handling Time is the sum of Talk Time, Hold Time and After Call Work Time.
Let me explain the above mentioned terms:
Average Talk Time also known as ATT is the total time a call center executive is talking to a customer.
Average Hold Time is the time for which a call center executive puts the customer on hold by pressing the Hold key on his phone. Keep in mind that blank or dead air does not count as hold time, it is added to the talk time or ATT.
After Call Work Time also known as ACW is the time the call center executive spends to complete customer documentation or tagging into the CRM tool.
How to calculate AHT
The formula shared above holds good for a single call or interaction. Now if you have to calculate the Average Handle Time for an executive for a whole day the formula will be the sum of Handling time of all the calls of that executive for the day divided by the total calls answered by that executive. For example if Charles answered three calls in a day with the following durations:
Call 1 = 100 second
Call 2: 150 seconds
Call 3: 200 Seconds
Then AHT for Charles for the day will be (100+150+200)/3 which is 150 seconds
Another way to calculate the AHT is that you calculate Average Talk Time ATT of all calls that is sum of Talk Time of all calls divided by total answered calls,
Average Hold Time of all Calls and Average ACW of all calls and then add the three.
Another critical parameter that you would want to know is Call Center Service Level : Definition and Calculation
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